Knowledge Management | ServiceNow

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Knowledge Management

When customers and employees have issues, many prefer to find an answer themselves rather than contacting customer service or an internal helpdesk. To address this need, companies require an easy‑to‑use and efficient knowledge management solution that makes it easy to incorporate knowledge creation—and ongoing improvements—into everyday work.

ServiceNow® Knowledge Management provides an out‑of‑the‑box knowledge experience for customers, employees, and the agents who serve them. Powerful workflow and publishing tools let agents search for—as well as create—knowledge content while resolving issues. Integration with the Service Portal lets customers and employees quickly find solutions that boost satisfaction and reduce service costs.

Benefits

Boost productivity by resolving or deflecting cases, and incorporating new knowledge to address business issues

Increase user satisfaction by documenting answers to provide consistent, proven resolutions for customers and employees

Promote knowledge sharing and encourage company-wide knowledge crowdsourcing to eliminate information gaps

Application Highlights

Reduce costs while providing an effortless self-service experience

Integrate Knowledge Management with your Service Portal

Reduce costs while providing an effortless self-service experience

Cut resolution time by suggesting answers with contextual knowledge

Offer solutions as customers, employees, and agents submit issues

Cut resolution time by suggesting answers with contextual knowledge

In-context capture simplifies knowledge creation during work processes

Create knowledge articles from cases

In-context capture simplifies knowledge creation during work processes

Harvest new knowledge articles from solutions in Communities

Turn Community-proven solutions into knowledge articles

Harvest new knowledge articles from solutions in Communities

Push relevant knowledge to customers and employees with subscriptions

Keep customers and employees informed with updates to topics of interest

Push relevant knowledge to customers and employees with subscriptions

Track usage, governance, and quality metrics with knowledge dashboard

Monitor knowledge usage, governance, and quality and identify candidates for new articles

Track usage, governance, and quality metrics with knowledge dashboard

Continuously improve knowledge with an actionable, closed-loop feedback process

Create and respond to article feedback submitted by customers and agents

Continuously improve knowledge with an actionable, closed-loop feedback process

Improve article quality and ensure timely responses with group ownership

Assign articles to groups to ensure timely response and better manage feedback and publishing workflow

Improve article quality and ensure timely responses with group ownership

Feature Details

All

Integration with Service Portal

Expose available knowledge through the Service Portal and allow customers and employees to search, browse, and view articles from their desktop or mobile device.
Contextual Search

Match text entered by customers and employees during case and incident creation to present relevant knowledge articles and deflect service requests.
Similar Articles

Surface similar articles through machine learning to help portal users and agents find solutions quickly and help knowledge authors identify potential duplicates.
Extend Search Capabilities

Search external content sources, with external and internal knowledge displayed in a single results list. Use search engine optimization to permit popular search engines to index knowledge articles.
Knowledge Feedback Management

Continuously improve knowledge with an out‑of‑the‑box, closed‑loop feedback process to act on customer and internal user feedback.
Group Ownership

Assign articles to content ownership groups. Enable teams to manage content feedback and maintenance, improving article quality and timeliness of responses.
In-Context Knowledge Creation

As agents or employees respond to cases or incidents, new knowledge articles can quickly be created from the solution.
Subscriptions

Allow customers and employees to subscribe to knowledge articles and entire knowledge bases to receive notifications when articles are created or modified.
Article Versioning

Create multiple versions of knowledge articles, track changes to updated articles, compare two versions of an article, and revert content to an older published version of an article.
Knowledge Translation Management

Create and assign article translation tasks automatically, compare languages side by side, identify missing translations, and optionally integrate with third party translation tools.
Knowledge Blocks

Create reusable knowledge article content blocks to reduce redundant content and improve authoring productivity.
Customized Search

Configure the search results page with multiple methods of filtering and sort a list of search results.
Microsoft® Word Document Import

Jumpstart your knowledge base by importing Word documents directly into Knowledge Management. HTML formatting supported by the editor, such as tables, lists, and links, as well as text styling are preserved. Images are added as attachments to the knowledge article and embedded in the article body.
Workflow

Take advantage of the superior workflow capabilities of our Now Platform® to configure your knowledge publish and retire workflows. Allow each department to maintain its own knowledge base with custom workflows.
Analytics and Dashboards

Monitor knowledge base and article utilization, publishing timelines, article aging, user feedback, and more to fine‑tune your publishing processes.
Guided Setup

Simplify setup and deploy Knowledge Management with ITSM or CSM quickly with easy‑to‑follow configuration steps and embedded help. Gauge your implementation progress with visual status checks and get your implementation right the first time, without the need for expert assistance.
Knowledge-Centered Service (KCS®)

ServiceNow Knowledge Management is KCS* v6 Verified for the Customer Service Management product. This verification means we bring industry best practices to our customers and have met the latest standards from Consortium for Service Innovation^TM for products that support Knowledge‑Centered Service.

* KCS is a service mark of the Consortium for Service Innovation.

Resources

CASE STUDIES

NICE transforms customer support with instant access to relevant knowledge

Basware reduces case volume and resolution time with integrated knowledge base

TransAlta Powers IT Service Management and IT Operations With ServiceNow

DATA SHEETS

Customer Service Management

IT Service Management

IMPACT STUDIES

Forrester: Business Value of ServiceNow Customer Service Management

SEE ALL RESOURCES

You Can Get Knowledge Management With...

ALL PRODUCTS

Because it is part of our Now Platform

Knowledge Management + Customer Service Management

Provide an effortless experience for customers and agents with self‑service options. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction. Proactively eliminate problems by analyzing trends and monitoring events.

LEARN MORE VIEW DEMO

Knowledge Management + IT Service Management (ITSM)

Consolidating fragmented tools and legacy systems while automating service management processes drives productivity, innovation, and end user satisfaction with effortless self‑help. Capture and package knowledge from across the organization and make it readily available for shared use by employees.

Get ITSM Info VIEW DEMO

Knowledge Management + HR Service Delivery

Every day, thousands of HR service requests move back and forth between people and departments, creating inefficiencies and lengthy delays. Replace these unstructured work patterns of the past and make it easy for employees to get the service they need.

LEARN MORE VIEW DEMO